We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381194 results
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Decision Reference DRN-5625369
20 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5625369 The complaint Mrs L complains that when settling a claim on her motor insurance policy One Insurance Limited (OIL) unfairly deducted the policy excess sum and storage charges. She also complained that it did not refund the cost of an extended warranty. Mrs L’s partner, Mr B,... (5 pages)View decision -
Decision Reference DRN-5517330
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5517330 The complaint Ms A complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a ‘job’ scam. What happened The background to this complaint is known to both parties. I won’t repeat all the details here. In summary, Ms A says that, in June 2023, she was conta... (3 pages)View decision -
Decision Reference DRN-4666929
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4666929 The complaint Mr F complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr F said he’s been involved in a group chat primarily focused on investing when an investment opportunity in cryptocurrency was discussed. M... (2 pages)View decision -
Decision Reference DRN-5559080
20 Jun 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5559080 The complaint M, a limited company, complains its business protection insurance policy wasn’t renewed as a result of failings by Atlanta Insurance Intermediaries Limited. M is represented by its director, Mr D. What happened M has had business protection insurance arranged t... (2 pages)View decision -
Decision Reference DRN-5632502
20 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5632502 The complaint Ms M complains that Wise Payments Limited (‘Wise’) won’t refund money she lost when she was a victim of an impersonation scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to some key events here. In summary, ... (6 pages)View decision -
Decision Reference DRN-5602016
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5602016 The complaint Mr A complains Santander UK Plc restricted access to his account at a time he needed urgent access to his funds. Mr A explains that this caused him significant loss. His account was closed following a review. What happened Mr A contacted Santander to explain hi... (3 pages)View decision -
Decision Reference DRN-5488396
20 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5488396 The complaint Mr B complains about the way Society of Lloyd’s (“Lloyd’s”) decided liability for a claim made by a third party against his car insurance policy. What happened Mr B had a car insurance policy with Lloyd’s. In March 2024, Mr B was contacted by Lloyd’s and told t... (3 pages)View decision -
Decision Reference DRN-4913272
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4913272 The complaint Mrs W complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise the details here. Mrs W said her mortgage adviser ... (3 pages)View decision -
Decision Reference DRN-5483692
20 Jun 2025 Reach Financial Services Limited Not upheldInsuranceDRN-5483692 The complaint Mr L complains that Reach Financial Services Limited (‘Reach’) mis-sold his roadside assistance insurance policy. What happened Mr L called Reach in May 2024 and took out a roadside assistance policy over the phone. In November 2024 his car broke down, so he m... (3 pages)View decision -
Decision Reference DRN-5566051
20 Jun 2025 TenetLime Limited Not upheldInsuranceDRN-5566051 The complaint Mrs M has complained that she was mis-sold a Life and Critical Illness Cover (‘CIC’) policy by TenetLime Limited, trading as PRIMIS Mortgage Network (‘Tenet’). To put the matter right Mrs M wants redress equivalent to the full policy amount of £50,000 plus comp... (8 pages)View decision
